10 Replies Latest reply on Apr 2, 2013 10:31 AM by Jayesh Panchal

    Incident Report on Previous Assigned Group

      Share This:

      Hi Gurus,

      I hope you will be able to advice on this. I want to generate a report with the following details: Incident ID, Submit Date, Previous Assigned Group, AssignedTime of Previous Support Group, (Current)Assigned Group, Assigned Time of  (Current)Assigned Group

       

      The idea of this report is to know for how long an incident was assigned to the previous support group before it was assigned to the current support group. With the Assigned.Time field, I am able to tell when it was assigned to the current support group. My main challenge now is how do i get data on the Previous Assigned Group and the time the incident was assigned to that support group?

       

      Thanks in advance

        • 1. Re: Incident Report on Previous Assigned Group

          I am not sure if there is any OOTB set-up to extract this report, but you have another way out.. that is audit log..

           

          In audit log of the incident....all these information is captured..bur it is manual task..

          • 2. Re: Incident Report on Previous Assigned Group
            Jayesh Panchal

            I think its not OOTB.

             

            you need to customize to achieve this automatically like when you change the support group then it should write support group name and calculated time to perticular field and then you can extract report from that.

             

            To calculate the time you need to get the difference between support group changed time and last assigned time.

             

            Regards,

            Jayesh

            • 3. Re: Incident Report on Previous Assigned Group
              Aditya Kovur

              Hi PEKK,

               

              Please take a look at the "HPD:Help Desk Assignment Log" form to capture this kind of information and let us know if it helps.

               

              regards,

              Aditya K

              • 4. Re: Incident Report on Previous Assigned Group
                Srinivas Merugu

                It can be achieved through customization or you can plan to implement BMC Analytics tool for reporting purpose...

                • 5. Re: Incident Report on Previous Assigned Group
                  Ganesh Gore

                  Create 'AR System report' on HPD:Help Desk form and add all required fields. There are certain tempfields you can use like 'z1D Prev Assignee Effort Hold' , 'z1D Prev Assignee Effort Spent' , 'z1D Prev Assignee Group ID' and 'z1D Prev Assignee Total Efforts' etc. If you dont find any other required fields, Create join form with appropriate form and fetch a report.

                  • 6. Re: Incident Report on Previous Assigned Group
                    Aditya Kovur

                    Hi Ganesh,

                     

                    These are display only fields and will not haold any data. The Assignment history information can be captured from the Help Desk Assignment log form.

                     

                    Please look at the following threads if they are of any help.

                     

                    https://communities.bmc.com/communities/message/139454#139454

                     

                    https://communities.bmc.com/communities/message/176109#176109

                     

                    https://communities.bmc.com/communities/message/243732#243732

                     

                    HTH

                     

                    Regards,

                    Aditya K

                    • 7. Re: Incident Report on Previous Assigned Group

                      Hello Jayesh,

                      how do I find these fields

                      To calculate the time you need to get the difference between support group changed time and last assigned time.?

                      • 8. Re: Incident Report on Previous Assigned Group
                        Ganesh Gore

                        You can check workflows which set data into temporary fields mentioned in my previous post. You can add new data fields to store this data. You may need to modify few workflows.

                        Enable logs and check workflows like: AL: HPD:INC:ResetObjects_100

                        add another set field action to hold this into new data fields.

                        • 9. Re: Incident Report on Previous Assigned Group

                          I guess using OOTB Incident Assignment log form would be a bit doubtful idea althou it already has almost all fields and logic that you want to restore. it would  be cumbersome as the functionality i see thru which this form works is that it has a separate record for each assignee..and it will show the time the ticket is with each assignee..Also you can see the the number of transfer field which would update you with how many times the ticket has been re assigned and after how many assignee s this ticket has reaached the current assignee.

                          So to reach current assignee you ll have to find record with highest entry in"number of transfer" field.And also you can see when was this ticket assigned to this assignee.

                           

                          Regarding calculating timestamp,

                          Actual duration for each assignee says that how long this assignee has been assigned ticket.So if for any perticular ticket Assignee A has actual duration as 5hours but if there is another data for same incident with higher value in"number of transfer"...it wud mean After 5 hours ticket was passed to another assignee

                           

                          So fetching a straigh forward report from this form wud be tuff.Lot of manual work would be required to tally even if somehow you are able to fetch related fields.

                           

                          I suggest Customization on the form would make things way easier.

                           

                          -Mayuri

                          • 10. Re: Incident Report on Previous Assigned Group
                            Jayesh Panchal

                            Hi PEKK ,

                             

                            leave that stuff. it wont match up with your expectations.

                             

                            I tried creating 4 fields:

                            1) Previous Assigned Group name

                            2) Previous Assigned Group Time

                            3) Current Assigned Group name (you can get it OOTB but for simplicity)

                            4) Current Assigned Group TIme

                             

                            I have created two filter having different execution order:

                             

                            1st Filter execution order 500 (not invoke initially when you create the incident)

                            -------------

                            it will check if  'current Assigned group Name' != $NULL$ and 'current assigned group name' != 'Assigned_Group(OOTB)'  then it will replace it with previous assigned group name and time respectively using set fiels action.

                            --------

                             

                            2nd filter execution order 501 ( invoke when you create new incident and modify it)

                            -----------

                            it will assign 'Assigned_Group' to 'current assigned group name' and $TIMESTAMP to $current assigned group time'

                            ----------

                             

                            NOTE: initially previous support group name and previous support group time will be blank.

                             

                             

                            the above workflow will replace the assigned group name and time when you change the assigned group.

                             

                            now you can get the difference between 'current support group time' and 'previous support group time' field ' to measure how much time incident was assigned to previous support group

                             

                            Regards,

                            Jayesh